Skyguide employs an Avaya Communication Manager VoIP System. This has a call distribution software that distributes the calls flexibly between the locations depending on the time of day, bank holidays or weekdays as well as the skills and availability of the agents. The Skyguide CRM tool could be combined with the Avaya telephony by means of "Computer Telephone Integration" (CTI). The agents are thus shown the latest customer data on screen with every call. The integration of witness voice recording also allows the agents to locate the talks held directly through the CRM tool and play them back again if necessary.